Digital files cannot be returned once they have been downloaded, so the policy is built around fixing the problem rather than reversing the sale.
What is covered
- A file is corrupt, empty, or will not open.
- A file named in the listing is missing from the download.
- The files are materially different from the listing description.
- The download cannot be accessed at all.
In any of those cases the shop will fix the files or refund the order. The buyer chooses which is more useful.
What is not covered
- A change of mind after the files have been downloaded.
- The design not suiting a project it was not described for.
- Colour differences caused by the buyer's vinyl, fabric, printer or material.
- Software that does not support the formats the listing names.
- Reselling, sharing or print-on-demand use, which the licence does not permit.
Your statutory rights
Nothing in this policy removes rights you have under consumer law. In the EU and UK, a digital download is exempt from the 14-day right of withdrawal once delivery has started with your consent and you have acknowledged that you lose that right. Etsy's checkout asks for that consent when you buy an instant download. If your local law gives you a stronger right, that right applies.
How to ask
- Message the shop on Etsy with your order number, or open the order and choose the help option.
- Say what is wrong, and attach a screenshot if you can.
- Expect a reply within one to two business days.
If a refund is agreed, it is issued through Etsy to the original payment method. The shop cannot refund a card directly and cannot see your card details.
Before opening a dispute
A chargeback or a payment dispute usually takes longer than a message. If something is wrong, write first — most file problems are fixed the same day.